I want to associate a CSAT survey with the HubSpot user who is assigned to the activity (Inbound or Outbound call) immediately before the CSAT survey is sent.
I’ve tried something similar and, out of the box, HubSpot surveys don’t really let you dynamically tie the response back to the last user who touched it. The survey will usually be associated with the contact or ticket, not the rep.
The workaround I’ve seen is to use workflows: when a call activity is logged, stamp the HubSpot Owner or create a custom property like Last Rep Contacted. Then, when the CSAT survey is sent, that property carries through, and you can report on scores by user. It’s not a direct association, but it gives you the link you’re after.
If you need the assignment to be 100% automated, you’ll probably need a custom workflow action or external app to capture the last activity user and push it onto the record before the survey goes out. The free version of some third-party tools is usually enough for that kind of property stamping.
Hey @AM137
It is not a default functionality that HubSpot provides.
As a workaround, what you can do is create a workflow that triggers when a call is completed, captures the HubSpot Owner from that activity, stores it in a custom property (e.g., Last Call Owner), and then references this property when sending the CSAT survey to associate the response with the correct user.
Let me know if understood or if you have any follow-up questions.
Regards,
Himanshu
Hi @AM137,
Out of the box, CSAT responses tie back to the contact or the ticket, not the individual rep who last touched the record. HubSpot’s CSAT setup confirms the survey is sent from Service > Feedback Surveys and associates to the object you target, so you do not get a dynamic “last rep” link natively
(Create and conduct customer satisfaction surveys )
The cleanest native path is to stamp a user-type property on the contact or ticket before the survey fires. Create a custom user field like “Last rep contacted” and use automation to maintain it. For calls, HubSpot stores engagement properties such as Activity created by and Activity assigned to on the call activity.
You can read these to infer who last handled the interaction, then set your user property accordingly so you can slice CSAT by rep in reports later (HubSpot's default activity properties )
One caveat here is workflows cannot copy from engagement fields directly. In practice, teams handle this by either making the survey ticket-based and relying on Ticket owner at close, or by adding a small custom code action that looks up the most recent completed call on the associated record and writes the owner into your “Last rep contacted” property just in time for survey send.
Are you sending the CSAT from a ticket close or from a general contact cohort?
Once the user property is stamped, include it in your survey audience filters and in your reporting model so each response carries the rep context without manual steps. Hope this helps. If consistency between HubSpot and your finance or ops system is the gap, Stacksync keeps them mirrored as changes happen.